Diesel Tech I
Diesel Laptops
Irmo, SC, USA
Posted on Wednesday, April 17, 2024
Responsibilities
- Manage incoming calls and customer service inquiries; provide first level contact and convey resolutions to customer issues by walking customers through a problem solving process
- Track, route and properly escalate unresolved queries to the next level of support
- Identify and assess customers’ needs to achieve customer satisfaction; follow up with customers, provide feedback and see problems through to resolution
- Ensure proper recording, documentation and closure by creating detailed records regarding reported requests, issues, and solutions; update customer data and produce activity reports
- Utilize excellent customer service skills and exceed customers' expectations
- Preserve and grow knowledge of help desk procedures, products and services; recommend procedure modifications and/or improvements
- Adhere to all company policies, procedures, and controls; follow communication procedures, guidelines, and policies
- Other duties as assigned
- Strong background with computers, either through previous work experience or education
- Customer service oriented with strong communication skills (both oral and written)
- Knowledge of software installation process
- Knowledge of commercial diesel truck and heavy equipment
- General troubleshooting and multi-tasking skills; willing to learn product-specific troubleshooting
- Must be a team player with the ability to help others with troubleshooting
- 5+ years of Diesel Technician experience in a dealer or fleet setting
- Proficient with advanced diagnostics: software and diagnostic troubleshooting
- Experience troubleshooting and repairing electrical issues for heavy-duty equipment and diesel trucks preferred
- Experience removing and replacing components on diesel engines and automatic and manual transmissions preferred